For Call Centers to be successful, they need to make data-driven decisions. But, without the right metrics it’s difficult to determine what is and isn’t working and what decisions to make. Please join the Director of Evolve IP’s Call Center Practice, Rich Fox, for a new 24 Minute Call Center Webinar, where he will answer such questions as:

  • Which metrics will are indicative of a great customer experience?
  • Which metrics will give you insights into your agents’ performance and behaviors?
  • How do you identify which metrics matter to your customers?
  • How do you balance call center costs vs. customer experience – and which metrics can help you determine that?
  • Which metrics should NOT be your focus and why?
  • Could you inadvertently damage your customer experience if you manage by the wrong metrics?